Digital Experience Team Lead: Member Service Champion

Champions First; Tallahassee (FL); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Health/Dental/Vision

401(k) with up to 4% match

Profit Sharing

Generous PTO including holidays, your

Ongoing training and development

Job summary

Champions First Credit Union in Tallahassee is seeking a Contact Center Supervisor to lead a digital experience team across calls, chat, and self-service tools. You will coach representatives, set high service standards, handle escalations, and ensure compliant operations while collaborating with branches, lending, and IT.

This role emphasizes impactful leadership and process optimization. The position offers full-time schedules, competitive compensation commensurate with experience, and a

Qualifications

• High school diploma and two years of member service experience in a credit union or financial institution.
• At least one year of direct supervisory experience.
• Extensive knowledge of credit union products and services.
• Ability to lead by example and apply policies consistently across your team.
• Professional, well-developed interpersonal skills and a positive, welcoming presence.
• Advanced written communication skills; complete sentences, proper grammar, and error-free emails and letters.
• Intermediate math skills, comfortable working with percentages, decimals, and fractions.

Responsibilities

• Coach and develop a team of digital channel representatives.
• Set the standard for member service across calls, chat, and messages.
• Handle escalations and resolve member issues fairly.
• Troubleshoot online and mobile banking and promote self-service tools.
• Track service levels, quality scores, and member feedback; turn results into action.
• Spot bottlenecks and simplify processes for faster work.
• Staff for demand by planning schedules around contact volume.
• Maintain compliance with BSA, OFAC, and Reg E; spot fraud signals early.
• Communicate and collaborate with branches, lending, and IT to solve problems.
• Champion change as new systems and tools are adopted.

Skills

Supervisory experience

Interpersonal skills

Advanced written communication

Math skills

Customer service leadership

Education

High school diploma

Tools

Computer proficiency

Job description

Champions First Credit Union in Tallahassee is seeking a Contact Center Supervisor to lead a digital experience team across calls, chat, and self-service tools. You will coach representatives, set high service standards, handle escalations, and ensure compliant operations while collaborating with branches, lending, and IT.

This role emphasizes impactful leadership and process optimization. The position offers full-time schedules, competitive compensation commensurate with experience, and a